Tier 1 Technical Support Specialist

POSITION:Tier 1 Technical Support Specialist
REPORTS TO: Chief Operating Officer
LOCATION: Corporate Headquarters, NE Washington, DC
Urban Investment Partners ("UIP") is a vertically integrated real estate investment, asset and property management, and general contracting company specializing in multi-family properties predominantly in the Washington, DC metropolitan area, with our latest acquisitions in Baltimore, MD and Arlington, VA. Since 2001, UIP has provided quality housing that satisfies the most discerning residents and investors.
UIP Asset Management (UIPAM) seeks a motivated, people-centric, and knowledgeable Tier One Technical Support Specialist. Reporting to the Chief Operating Officer, the Tier One Specialist will serve as the first line of defense for troubleshooting technology-related issues and ensure that all technical aspects are functioning optimally. The Tier One Specialist will triage, diagnose, and resolve issues, and partner with our Managed Services Provider to resolve more complicated helpdesk tickets.
DUTIES AND RESPONSIBILITIES

• Provide outstanding customer service through positive and timely interactions with staff and vendors via email, phone, and in-person
• Build trust and mutually respectful relationships with staff and vendors
• Manage relationships with all technology-related vendors including MSP, phone, internet, etc.
• Receive and record IT inquiries from staff via phone or email
• Triage issues in terms of priority and swiftly develop a plan for resolution
• Partner with UIP’s Managed Services Provider (MSP) for Tier 2 support for complicated requests
• Order, track, and maintain UIP’s hardware inventory, including but not limited to laptops, Surfaces, monitors, docking stations, and phones
• Coordinate with Human Resources on employee activities including:
• Imaging new laptops, requesting email addresses, setting up new user accounts in various software platforms, assigning phone numbers, etc.
• Setting up new equipment at corporate HQ or at property sites
• Lead IT onboarding sessions with all new hires
• Terminating email addresses and profiles, collecting equipment, and preparing equipment for redistribution

• Partner with the Property Management (PM) team on site related activities by:
• Coordinating with MSP and PM team on bringing on new communities and ensuring appropriate technology set up
• Work with Community Managers to ensure that security cameras and other key systems are operational and functioning

• Monitor trends in tickets and develop weekly reports of ticket trends, resolution times, and open items
• Other duties as assigned

QUALIFICATIONS

• 1 to 2 years of IT Technical Support experience in a professional, customer-facing setting
• High school diploma or equivalent
• Energetic, solution- and customer-focused attitude is required
• Outstanding written and oral communication skills
• Independent, self-directed, and determined approach to work
• Proficiency with MS Office 365
• Familiarity with ticketing systems, Windows programs, Dell hardware, and various software programs
• Basic understanding of computer networks, firewalls, and VPN
• Strong work ethic, ability to work in a fast-paced environment, and ability to switch from task to task seamlessly
• Additional technical training is a plus

ABOUT US
We believe in the value of people, and you deserve to be at an organization that values you as an individual and allows you to flourish and grow. Our UIPeople are why we do what we do, and we are passionately driven to find talented people who will make the perfect match with our organization, residents, and communities. We pride ourselves on our diversity of talent and entrepreneurial spirit. Our core values of Leadership, Excellence, Accountability, Diversity, and Service with Empathy underpin everything we do.
We look forward to taking every opportunity to support and recognize our outstanding employees for their hard work and professional achievements. Our employees enjoy competitive compensation packages, with medical, dental, vision insurance; paid time off; 12 paid holidays; 401(k) with a company match; and variety of other benefits and perks.
The UIP Companies is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, protected Veteran status, or any other applicable legally protected characteristics.